Track changes using Audit Log

Modified on: Sat, 2 May, 2020 at 10:02 PM

We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead

Communicating changes made in your Freshdesk can be very easy when your team is small with a single Admin managing it. You can email the changes made, or even verbally convey it to your team. Some of these changes could also be related to financial and/or security policies within your company. As and when your team grows, keeping track of all those changes is going to be tedious. You can have multiple Admins who will have access to setting up or modifying existing workflows to improve productivity.

Changes made to a specific module should be easily trackable so every Admin is aware of the changes made by the other. Audit Log helps Admins oversee these changes made in the account. This feature focuses on

What the change was

Who made this change and

When it was made

These logs will now assist Admins or Super Admins to go back to an older working setup if the latest changes, made by another Admin, doesn’t work too well.

Note: Reversing the changes automatically is not possible. Admins will have to manually reset/change the setting as per requirement.

Audit Log will assist you in viewing changes made to three specific modules:

Account Subscription

Agent

Automations

The type of changes logged for each module, in detail, are below:

Modules

Changes

Type of change

Account Subscription

Billing cycle

Changes in monthly/quarterly/half-yearly/annual billing (this is only applicable in case of credit card payment) under Admin > Plans & Billing